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Frequently Asked Questions

General Questions​

How long does it take for a template to get approved?​

WhatsApp typically reviews templates within minutes to a few hours. In some cases, it may take up to 24 hours. Click the Sync button on the Templates listing page to check for updates.

Can I use a template that is still Pending?​

No. Only templates with Approved status can be used to send messages. You must wait for WhatsApp to approve it first.

What happens if my template is rejected?​

You can:

  1. Open the template and check the rejection reason
  2. Click Edit to fix the issue
  3. Click Update Template to resubmit for review

Common reasons for rejection include wrong category, promotional content in Utility templates, or inappropriate language.

Can I delete a template?​

Template deletion is managed through the WhatsApp Business Manager. Once deleted there, the status in your portal updates to "Deleted" after you click the Sync button.

Template Creation Questions​

What is the difference between Positional and Named parameters?​

  • Positional uses numbers: {{1}}, {{2}}, {{3}}
  • Named uses descriptive words: {{customername}}, {{orderid}}

Named parameters are easier for your team to work with, but must use only lowercase letters (no numbers, spaces, or special characters).

Can I use the same template name in different languages?​

Yes! WhatsApp treats each language version as a separate template, even if they share the same name. For example, you can have welcome_message in English and welcome_message in Hindi — they are two separate templates.

Why can't I see the Create Template button?​

Your user role may not have permission to create templates. Only Admin and Tenant roles can create templates. Contact your administrator to check your permissions.

Can I use bold, italic, or other formatting in my message?​

Yes, in the Body text you can use WhatsApp formatting:

  • *bold text* → bold text
  • _italic text_ → italic text
  • ~strikethrough~ → strikethrough

Formatting is not supported in Header text, Footer text, or Button text.

How many templates can I create?​

WhatsApp Business Accounts can have a large number of templates. The exact limit depends on your WhatsApp tier and account status. If you hit a limit, you will see an error when trying to create a new template.

Template Usage Questions​

What is the Sync button for?​

The Sync button pulls the latest template data and statuses from WhatsApp. Use it when:

  • You are waiting for a pending template to be approved
  • You created or edited templates outside this portal (e.g., in Meta Business Manager)
  • You want to refresh all template statuses at once

Can I change the media of an approved template?​

Yes! Use the Change Media option on the Templates listing page. You can update images, videos, or documents without re-editing the entire template and without needing re-approval.

What do the different statuses mean?​

StatusMeaning
ApprovedReady to use for sending messages
PendingUnder review by WhatsApp
RejectedNot approved — edit and resubmit
PausedTemporarily stopped due to quality concerns
DisabledTurned off by WhatsApp

Why is my approved template now showing as Paused or Disabled?​

WhatsApp monitors template quality. If many customers block you or report your messages after receiving a template, WhatsApp may pause or disable it. To avoid this:

  • Send relevant messages only
  • Don't send too frequently
  • Respect customer preferences
  • Always include an unsubscribe option for Marketing messages

Troubleshooting​

My template has been Pending for more than 24 hours​

  1. Click the Sync button to refresh the status
  2. If it's still Pending, the review may be taking longer than usual
  3. Try creating a slightly different version of the template
  4. Contact WhatsApp Business support if the issue persists

I'm getting "Template name already exists" error​

Every template name must be unique. Try:

  • Adding a version number: order_update_v2
  • Adding a language suffix: order_update_hindi
  • Using a more specific name: order_shipped_notification

My template was approved but now shows as Rejected​

WhatsApp can retroactively reject templates if they detect policy violations. Edit the template to comply with guidelines and resubmit.

Variables are not showing in the preview​

Make sure you:

  1. Used the correct format: {{1}} for positional or {{customername}} for named
  2. Did not put spaces inside the braces (e.g., {{ 1 }} is wrong, {{1}} is correct)
  3. Selected the right Parameter Format in Basic Info

The Create Template button is disabled​

Check that:

  1. Template name is filled in and not a duplicate
  2. Category is selected
  3. Language is selected
  4. At least a Body component is added
  5. All variable examples are filled in
  6. Look for any red error messages on the page